When won’t I be offered compensation?
Whilst we review compensation cases individually, compensation payments or other remedies would not usually be offered when:
- An out of the ordinary situation resulted in us being unable to meet our service standards
- There are delays that are outside of our control
- You have made low-quality home improvements or carried out repairs, modifications or adaptations without consent from Onward
- A fault or service failure happens because of your misuse, negligence or damage
- The service failure is the fault of a third party, such as a utilities company
Please note, we do not offer compensation payments or other remedies to cover a loss of earnings.